Southwest Airlines puts contact centre in the cloud

Southwest Airlines is deploying customer contact and workforce optimisation systems in the cloud.

Share

Southwest Airlines is deploying customer contact and workforce optimisation systems in the cloud.

Southwest has gone to existing supplier Aspect for a variety of hosted cloud contact centre systems, which will see Southwest consolidate its systems from multiple vendors to a single environment provided and supported by Aspect.

The new systems include unified communications to interact with customers, workforce management for contact centre agents, voice and screen recording, agent performance management, speech analytics to measure customer experience and satisfaction, and agent schedule management.

Aspect has been supplying Southwest with contact centre systems since 2001. Calls to the 1-800-I-Fly-SWA contact system for instance have gone through an Aspect platform.

Teresa Laraba, senior vice president for customers at Southwest Airlines, said: “This implementation is a huge but necessary undertaking as part of our ultimate goal of offering a best-in-class customer experience, both from an airline operations and contact centre perspective."

Laraba said that going to a single vendor would support easier and streamlined working in the airline's contact centre operations.

The Aspect deployment is already underway, with the first system set to go-live in the first quarter of 2014. The value of the deal has not been disclosed.

In June, Southwest was forced to ground 250 flights as a result of a system outage